Thetrainline covers its own tracks

The Diary often lies awake at night fearing the arrival of the day when machines take over, and a sadistic breakdancing robotic monkey with aerials and disposable thumbs takes over the job.

So it was slightly reassuring to see that despite the march of technology, not everything in the modern world has become computer-based and automated.

Take, a company that sells train tickets online and through its call centres. The Diary was mildly surprised to learn that its customer services department has neither an e-mail address nor a phone number. Indeed, the only way to contact them about a problem or complaint is by good old-fashioned snail mail. Looks like those robotic monkeys are a way off yet.

Latest from Marketing Week


Access Marketing Week’s wealth of insight, analysis and opinion that will help you do your job better.

Register and receive the best content from the only UK title 100% dedicated to serving marketers' needs.

We’ll ask you just a few questions about what you do and where you work. The more we know about our visitors, the better and more relevant content we can provide for them. And, yes, knowing our audience better helps us find commercial partners too. Don't worry, we won't share your information with other parties, unless you give us permission to do so.

Register now


Our award winning editorial team (PPA Digital Brand of the Year) ask the big questions about the biggest issues on everything from strategy through to execution to help you navigate the fast moving modern marketing landscape.


From the opportunities and challenges of emerging technology to the need for greater effectiveness, from the challenge of measurement to building a marketing team fit for the future, we are your guide.


Information, inspiration and advice from the marketing world and beyond that will help you develop as a marketer and as a leader.

Having problems?

Contact us on +44 (0)20 7292 3703 or email

If you are looking for our Jobs site, please click here